Abstract
PurposeAlthough research on mobile banking (M-banking) is an emerging field, the current understanding of the information characteristics of M-banking, such as information content and form and its impacts on customers’ attitude and transaction intention toward the same is limited. Furthermore, no study to date has examined how users’ privacy evaluation regarding the use of M-banking (i.e. users’ perceived privacy concern) influences their processing of information to create attitude and subsequent transaction intention. The purpose of this paper is to attempt to narrow this research gap by investigating the process through and conditions under which the customers’ evaluation of M-banking information content and form contributes to the development of transaction intention.Design/methodology/approachA self-administered survey on the users of M-banking was performed to collect the response. Mediation analyses followed by conditional process analyses were carried out to test the proposed set of hypotheses.FindingsThe results show that users’ favorable evaluation of M-banking information content and form creates transaction intention through favorable attitude toward M-banking. However, this relationship is found to be moderated by their perceived privacy concern, as users with high privacy concern do not process information content and form favorably, i.e., their attitude and transaction intention are found to be less, as compared to users with low perceived privacy concern.Originality/valueDrawing on literature from areas, such as information processing, internet banking, marketing and psychology, the paper develops an understanding of the role of information characteristics of M-banking in determining users’ transaction intention via user attitude. Furthermore, this is the first study that shows how information characteristics differently influence users’ attitude and transaction intention based on their perceived privacy concern.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.